Customer Relations Specialist I, PSA

Collectors; Santa Ana (CA); On-site; USD 26,000 - 32,000; Full time

Job summary

Collectors is seeking a Customer Relations Specialist I to join the PSA Customer Relations team. This full-time, on-site role operates at our Santa Ana, CA office from 2:30pm to 11pm, Monday through Friday, with emphasis on customer resolutions and claims processing.

Ideal candidates bring at least 2+ years in customer relations, strong communication, problem-solving, and de-escalation skills, plus familiarity with Google Workspace and Salesforce.

Qualifications

• High school diploma or equivalent; college degree preferred.
• At least 2+ years in customer relations or similar.
• Experience resolving customer issues, processing and investigating claims.
• Detail-oriented with strong communication and de-escalation skills.
• Proficient in Google Workspace; Salesforce experience preferred.

Responsibilities

• Engage with customers to resolve queries using department protocols.
• Clarify issues, determine causes, and explain best solutions.
• Maintain accounts by processing customer adjustments and updates.
• Update department spreadsheet with incoming orders; escalate when needed.
• Collaborate with Operations and other departments to find solutions.

Skills

Customer relations

Communication skills

Problem-solving

Listening skills

Organizational skills

Google Workspace

Salesforce

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Salesforce

Google Workspace

Job description

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team.

Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, the UK, and France.

As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process.

We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have.

We’re looking for a Customer Relations Specialist I to join our PSA Customer Relations team. Professional Sports Authenticator (PSA) is the largest and most trusted third-party trading card authentication and grading company in the world. Since its inception in 1991, PSA has certified over 40 million cards and collectibles with a cumulative declared value of over a billion dollars.

The Customer Resource Center is embedded in the operations process working cross functionally and cross collaboratively with other Operations departments. The ideal candidate will be a team player who possesses at least 6 months of strong customer relations skills within a customer service environment. You ideally have experience handling customer resolutions, have experience processing and investigating claims, shipping and handling. You are a detail-oriented problem-solver, know how to de-escalate customer related situations, and have excellent communication skills.

You’ll report to the Customer Relations Supervisor and work full-time onsite 5 days a week from our Santa Ana, CA office from 2:30pm-11pm, Monday through Friday.

What You’ll Do

• Exercise discretion and exhibit sound judgment and decision-making when engaging with all parties internally and externally.
• Collaborates with Operations and other departments to find appropriate solutions for customer responses
• Provides accurate, valid, and complete information by using the department protocols to our customers
• Resolves queries by clarifying the customer’s issue, determining the cause of the problem, selecting, and explaining the best solution to solve the problem
• Maintains accounts by processing customer adjustments
• Continuously updates department spreadsheet of incoming orders
• Escalate unresolved issues to the appropriate lead/supervisor

Who You Are

• High school diploma or equivalent; college degree preferred
• You will have at least 2+ years of relevant customer relations experience
• You will have strong problem-solving skills
• You will have excellent communication skills
• You will have excellent listening skills and an empathetic voice and manner
• Organized, detail oriented, and possess strong interpersonal skills
• Knowledgeable in Google Workspace systems
• Knowledgeable utilizing Salesforce preferred
• Keep emotions under control, remain open to ideas and try new things

Physical Requirements

• Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time.
• Hand Use: Regular hand use for various tasks.
• Hearing Requirements: Ability to hear alarms, signals, and verbal instructions.
• Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds.
• Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently.
• Sitting or Standing: Ability to sit or stand for extended periods of time.

Hourly Range: The reasonable estimated hourly range for this position is $19.50. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set. This role may be eligible for shift differential pay, please ask your recruiter for details.

Candidates must be authorized to work in the United States.

Collectors uses e-Verify to validate your ability to work legally in the United States.

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.

If you require an accommodation to apply or interview with us due to a disability or special need, please email [e-mail]

U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants.